Mercy Cruz
El Paso,US
Summary
Administrative assistant with 27+ years of supervisory and contact-center experience supporting government and healthcare operations. Combines deep knowledge of claims processing, medical terminology, and bilingual customer service with proven strengths in quality control, scheduling, and workflow redesign that reduce handoff delays and improve throughput. Skilled in MS Office and Google Workspace, process optimization, and staff coaching; seeks to apply operational leadership to streamline claims cycles and enhance service reliability.
Overview
1
1
Certification
29
29
years of professional experience
Work History
F&G agent
NTT Data
Plano, Texas
10.2026 - Current
- Responded to customer inquiries using NTT DATA service protocols and support scripts
- Resolved account issues by reviewing records and updating case notes in CRM systems
- Escalated complex requests to supervisors following NTT DATA service procedures
- Maintained professional communication while handling high-volume inbound and outbound calls
- Documented customer interactions accurately in ticketing systems and call logs
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained updated knowledge through continuing education and advanced training.
- Utilized various software and tools to streamline processes and optimize performance.
Administrative Assistant/Supervisor
Insight Global
El Paso, TX
03.2022 - 03.2025
- Managed a federal claims processing team and maintained government clearance while ensuring top performance standards.
- Oversaw claims processing and data entry operations, achieving consistent accuracy through focused staff coaching.
- Supervised employee scheduling and resource allocation across shifts to sustain throughput during surge periods.
- Conducted quality analysis and implemented a triage protocol to prioritize complex cases for senior review, improving case progression.
- Designed team workflows aligned to peak cycles to improve response consistency and enable smoother case handoffs.
- + Redesigned document routing to cut handoff delays, enabling faster claim progression and clearer ownership across teams.
- Supervised daily intake operations and redistributed tasks by complexity to maintain steady throughput during high-volume periods.
- Partnered with compliance and II' to refine form templates, smoothing downstream reviews and accelerating resolution timelines.
Assistant (Supervisor)
HGS
El Paso, TX
10.2015 - 10.2022
- Led daily training and coaching for call center staff, improving service consistency and accuracy.
- Managed inbound Medicare and insurance inquiries, resolving member issues with clear policy guidance.
- Processed insurance claims and verifications, maintaining accurate patient access and registration records.
- Coordinated prior authorizations and billing tasks, ensuring accuracy in claims and billing documentation.
- Provided bilingual customer service and administrative support, reducing call escalations and improving member satisfaction.
- Spearheaded process improvements in call routing to improve member access, reducing resolution cycles and enabling smoother escalations for complex Medicare inquiries.
- Analyzed recurring claim denials to identify root causes, implemented workflow adjustments that produced noticeable reductions in repeat submissions.
- Developed targeted coaching plans for new hires, accelerating competency in insurance verification and producing measurable gains in first-call resolution.
- Provided hands-on floor support during high-volume periods, reallocating resources and mentoring staff to sustain service levels and maintain morale.
- Maintained precise documentation of patient interactions and billing actions to ensure compliance with procedures and support smoother audits and claims processing.
Remote Customer Service Representative
TELUS International
El Paso, TX
01.2020 - 03.2022
- Processed inbound calls from disaster survivors, verifying eligibility and initiating FEMA assistance applications.
- Prepared and submitted FEMA assistance applications accurately, reducing documentation errors and processing delays.
- Responded to applicant inquiries on application status, providing clear status updates and next-step guidance.
- Documented call interactions and case details in CRM systems to maintain complete, auditable records.
- Translated Spanish-English communications for applicants to ensure accurate information exchange and service access.
- Implemented streamlined triage scripts to route complex disaster cases to specialists, improving resolution speed and reducing repeated transfers for callers.
- Partnered with verification teams to expedite evidence collection workflows, shortening approval cycles and enhancing applicant experience during high-volume periods.
- Maintained structured case logs with standardized tags and timestamps to support accurate status tracking and simplify supervisory reviews.
- Mentored peers on handling sensitive crisis conversations and compliance procedures, raising team consistency and preserving caller dignity under stress.
- + Developed clear outbound follow-up templates to re-engage applicants and secure missing information, producing steadier case progression and fewer stalled files.
Cottage Supervisor
El Paso State Center
El Paso
01.1999 - 07.2006
- Directed daily staff assignments and schedules to ensure consistent cottage coverage and service quality.
- Monitored and evaluated employee performance, providing coaching to improve competency and compliance.
- Generated regular departmental reports to inform administration and support operational decisions.
- Coordinated with administration on policy implementation and resource allocation for the cottage.
- Conducted face-to-face client interactions to assess needs and maintain service standards.
- Observed, documented, and escalated client condition changes to supervisors and nursing staff promptly.
- Engaged with clients and family members to address concerns and support care plans.
- Mentored employees to strengthen skills and professional conduct, improving team performance.
- Introduced structured shift handover protocols to prevent information gaps, improving continuity of resident care and reducing task overlaps.
- Implemented incident trend tracking and root-cause reviews to identify recurring issues, informing process changes that yielded noticeable improvements in safety and service delivery.
- Facilitated interdisciplinary care meetings to align staff, administration, and families on care plans, strengthening communication and accelerating decision-making.
- Redesigned staff scheduling to match peak service needs, enhancing coverage efficiency and producing more consistent resident support during high-demand periods.
- Established daily compliance checklists and audit routines to ensure regulatory standards were met, preserving documentation accuracy and operational readiness.
- Coached team members through hands-on training sessions and performance reviews, boosting competency and fostering a dependable caregiving culture.
Certified Nurse Assistant
Mountain View Nursing Home
El Paso
01.1998 - 01.1999
- Assisted registered nurses with daily clinical tasks and covered shifts to maintain continuous patient care.
- Provided direct personal care including feeding and grooming to support client dignity and hygiene.
- Measured and recorded vital signs and weights accurately and reported changes to nursing staff.
- Observed, documented, and communicated client condition changes to registered nurses to ensure timely interventions.
- Communicated with clients and family members to address concerns and support care coordination.
- Introduced simplified patient transfer checklists to reduce handling errors and improve resident comfort during shift handovers.
- Mentored new aides on facility protocols and bedside techniques, accelerating readiness and sustaining team reliability during peak shifts.
- Tracked daily symptom patterns and medication responses to highlight trends for RNs, enabling targeted care adjustments and clearer clinical decisions.
- Maintained organized bedside records and updated care logs promptly, ensuring accurate continuity of care and timely communication to clinical staff.
- Worked with interdisciplinary staff to modify individualized care plans, addressing evolving needs and improving patient comfort and routine adherence.
- Provided compassionate bedside reassurance and clear explanations to residents and families, strengthening trust and cooperation with care teams.
Education
BUSINESS (BACHELOR OF SCIENCE) -
University of Phoenix
El Paso, TXNURSING (CERTIFICATE) -
Computer Career Center
El Paso, TXHIGH SCHOOL DIPLOMA -
Thomas Jefferson High School
El Paso, TXSkills
- Medical terminology
- Communication skills
- Microsoft PowerPoint
- Time management
- Hospital Experience
- Google Docs
- Microsoft Outlook
- Presentation skills
- Computer literacy
- Writing skills
- Customer service
- Customer support
- Microsoft Excel
- English
- Phone etiquette
- Supervising experience
- Bilingual
- Medical Records
- Spanish
- Medical Office Experience
- Windows
- HIPAA
- Medicare
- Microsoft Word
- Type 45 Wpm
- Web accessibility
- Remote access software
- Insurance Verification
- Medical billing
- Call center
- Account management
- Operating systems
- Computer skills
- Organizational skills
- Typing
- Office experience
- Claims
- Microsoft Office
- Leadership
- Medical Scheduling
- Medical Terminology
- Microsoft Access
- Claims processing
- Data entry
- Bilingual support
- Administrative coordination
- Records management
- Quality assurance
- Workflow optimization
- Verbal communication
- Problem solving
- Team leadership
- Conflict resolution
- Fluent bilingualism
- Insurance eligibility verifications
Certification
- State Tested Nursing Assistant
- First Aid Certification
- CNA
- Driver's License
- CPR Certification
Personal Information
Title: Administrative assistant
Locations
El Paso, US, 79928, El Paso, 79928, US
Timeline
F&G agent
NTT Data
10.2026 - Current
Administrative Assistant/Supervisor
Insight Global
03.2022 - 03.2025
Remote Customer Service Representative
TELUS International
01.2020 - 03.2022
Assistant (Supervisor)
HGS
10.2015 - 10.2022
Cottage Supervisor
El Paso State Center
01.1999 - 07.2006
Certified Nurse Assistant
Mountain View Nursing Home
01.1998 - 01.1999
BUSINESS (BACHELOR OF SCIENCE) -
University of Phoenix
NURSING (CERTIFICATE) -
Computer Career Center
HIGH SCHOOL DIPLOMA -
Thomas Jefferson High School